Mukund Mane Email & Phone Number

Pune, Maharashtra, India

Work Experience: 2 Year 4 monthProject Company: Vodafone UKDuration: 31st January 2022 to Still Date Role: Senior Technical Associate – Program Manager Responsibilities: • Working for Optus client, to provide Network and Telecom services. • Understanding Customer Requirement, creating network design plan in coordination with consultant architect and account manager, service orders and managing end to end delivery.• Conduct service qualification (pre-design) checks and determine the delivery solution to support the End User’s requirements• Coordinate the activities required to complete any changes to the provisioning of Orders, including coordinating the End User, the Customer and Third Parties.• Interface with Global customers at various levels to address Requests, Queries, Guidance and SLA performance.• Responsible for actively monitoring status change in network Provisioning Tool (Helix and Service-Now) and provide updates to the Customer based on any changes in the delivery progress of an Order.• Coordinating with Testing, Logistic & Field to ensure on time service• Responsible for providing solutions to provisioning and testing team for the queries raised• Responsible for managing field team to complete field task.• Responsible for coordinating with network infrastructure team (NBN, Telstra, UeComm) for delivering service at customer location.• Managing Optus project team for fiber build activity.• Managing customer and client escalations with solutions.

Pune, Maharashtra, India

Work Experience: 1 Year 1 month Project Company: Avaya Duration: 22 December 2020 to 29 January 2022 Role: Senior Associate – Order Management.• Working for Avaya to provide Avaya Professional Services like IP Phones and Software Services to their clients. • Avaya Ones sources application using for the Tickets details and as per that we contact with requestor. • We Setup more applications like – Communication Manager, High ability Server, Avaya Diagnostic Servers, Session & System Manager, Network Readiness Assessment, Avaya Aura Media Server.• Checking the Network details – VOIP – Voice over IP and VVOIP – Video Voice over IP. • LSP – Local Survivable Process and ESS – Enterprise Survivable Process. • Follow with the delivery team and project management to completed the project. • Dealing with the various tickets type – New, Additional, Upgrades, and CMRA. • Also provide the Ticket details and their status to the requestor.

Pune, Maharashtra, India

Work Experience: 1 Year 09 monthProject Company: AT&T ( Amdocs )Duration: 15 November 2018 to 30 June 2020 Role: Product Support Engineer Responsibilities: • Experience on customer service profile in Amdocs LTD for US client in Order manager and telecom process. • Interact with customer to resolve queries • Provide services to the customer as per requirement like TN allocation, Internet speed, IP TV, Dish TV. • Working with applications. CRM, SDP, PST, BBNMS, Ovals, WMT, EM. • Experience to work on the ticketing tools. • Perform the installation in the BBNMS application for customer.• Checking the customer details like - Address validations, Connections activity, Bandwidth connection. • CRM is one of the applications where we check the Customer details. Customer active devices, billing history. • Also created the order for customer and applying the pricing, add the deceive details. • Coordinated with the respective team or Chat with another team to resolve the customer ticket. • Follow the SLA, Completed task in time and working with team to satisfy end user or customer.

India

Work Experience: 3 Year 11 monthProject Company: Telstra Duration: 16 December 2014 to 15 November 2018 Role: Senior Technical Process ExecutiveResponsibilities: • Addressing client’s queries via e-mail. Handled L1 & L2 escalations for support. Processed. • Provide L1 and L2 troubleshooting of all the software application and hardware devices. • Using Remedy and ITSM to create tickets and dispatch unresolved issues to relevant level 2ND Level teams and also follow up on them on a daily basis. • Used all latest MS Exchange tools to keep transparency in resolution with all standard templates and guideline. • Resolved customer complaints, took preventive measures to avert future complaints, and clearly documented. • Diverse experience in Information Technology with emphasis on International Order Management System, WFM, CRM and Troubleshooting. • Good knowledge of Citrix based Order management tools like Maxim, CNS- DI, AMCO, Westcon portal. • Well acquainted with the Order management system, and IP Provisioning, and OSI System. • Good Knowledge of provisioning tools like RASS, SDNM, Flex Cab, Start, and RASS Extra. • Extensively proficient in functional flow of order management and work force management. • Knowledge on different types of ordering L1 ordering and L2 ordering. • Excellent knowledge of modification and cancellation and new product ordering. • Extensive Knowledge of Networking and Telecomm technology. • Good Knowledge of Reporting and provide confirmation letter to client and managing client calls. • Possess good communication skills, self-motivated, pro-active, task oriented with the ability to grasp new technologies. • Working with applications. –Maxim, CNS-DI, Tempo, RASS and SDNM, Westcon.